FEBRUARY 11, 2019
ORLANDO, FL
Re-engineering Check-in to
Improve the Patient Experience
www.HIMSSConference.org
#rethinkRCM
Overview
Introduction
How This Journey Started
Implementation / Optimization Timeline
Results
Why Make This Change?
Development Roadmap
Introductions
JON ALBERT, MS
CEO, Interim - Jewett Orthopaedic Clinic
Responsible for planning and the directing of all clinical
and business operations
Focused on high clinical quality and patient satisfaction
Improving cost effectiveness and financial vitality
Integrating Jewett’s strategic partnership opportunities
to increase market advantage, innovation, strategic
growth, and population health.
Introductions
DR. ADAM FENICHEL, MD
Orthopaedic Surgeon
Sub-Specialty: Surgery of the Hand and Upper
Extremity
Certified:
American Board of Orthopaedic Surgery (1996)
Surgery of the Hand (1999)
Fellowship
UCSD Medical Center (San Diego, CA)
Shriner’s Hospital for Crippled Children (St. Louis, MO)
About Jewett Orthopaedic
Providing top Orthopaedic care since
1936.
Nine locations located in and around
Orlando, Florida.
See 650+ patients each day, and over
140,000 every year.
Some of Our Clients
Serve as team physicians for:
NBAs Orlando Magic
Orlando Solar Bears
University of Central Florida athletics
Orlando Ballet
Cirque du Soleil
Self Registration / Check-in Automation
Evaluation
Patient experience and engagement
Staff experience and ambassadors
ROI
Development and integration (non-kiosk vs. kiosk site)
*Allocation of resources to include greeter at smaller practices
From Scheduling to Appointment
Automatically run eligibility with minimal staff involvement
Interface with the scheduling system
Format insurance response based on our clients needs
The platform provides ASC specific insurance benefits.
Intuitive screen design
This reduces research time needed to fix issues. Appealing, clean look.
Customer support
If eligibility doesn’t go through, we provides great customer support to determine the issue.
Check-in and Registration
Enterprise Eligibility
Point-of-Service Validation
Concierge Service
Automated Intake and HIPAA Documents
Multilingual Offerings
English
Spanish
Haitian Creole
Kiosk Registration
91% Utilization Success
Lobby design and kiosk location
Peak check-in hours
All staff are cross-trained as
concierge ambassadors
Social
Customer Expectations
Since 2010 the # of smart-phone users in the US has increased by a factor of 4
Almost ½ of the 2017 Black Friday on-line traffic was from smart-phones
125M smart-phone users in the US
81% of US Population are texters
Text Reminders
Mobile Pre-Check screens are:
Clean
Uncluttered
With small amounts of information to process
Mobile Pre-Check Considerations
Rate of Adoption
Mobile Pre-Checkcuts your time in half
Appointment Reminders
and Mobile Pre-Check
Text Message and Email to:
- Ask patient to confirm appointment
- Complete Mobile Pre-Check
Advance Remote Registration
Desktop computer
Tablet
Mobile phone
Online Payments
Access Trends
Smart Phones
Patient Connection
Why Now?
Investment in Relevance
Economic
Investment in the Future
“Information technology and business are becoming inextricably interwoven.
I don’t think anybody can talk meaningfully about one without talking about
the other.”
Bill Gates
www.HIMSSConference.org
#rethinkRCM
Jon Albert and Dr. Adam Fenichel
Jewett Orthopaedic Clinic
@jewettortho